Complaints Procedure

Complaints Procedure for Man With a Van Canary Wharf

Man With a Van Canary Wharf is committed to delivering reliable, professional removal and transport services. We aim to handle your belongings and your experience with care and respect on every job. If something goes wrong, we want to know about it so we can put matters right and improve our service. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our Commitment to You

We take all complaints seriously, no matter how large or small. Our goals are to acknowledge your concern promptly, investigate it fairly and thoroughly, respond in a clear and timely way, and use any feedback to improve the quality and safety of our removal services.

We treat all complaints confidentially and with respect. Raising a complaint will never affect your right to receive services from us in the future.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our removal or transport services, whether it relates to bookings, punctuality, staff conduct, handling of goods, pricing, damage, loss, or communication. You can make a complaint even if you are not sure whether you want us to take any specific action, or if you simply want your concerns recorded.

How to Make a Complaint

You can raise a complaint in the way that is most convenient for you. You may contact us in writing or by speaking to a member of our team. When you get in touch, please provide as much information as you can to help us review the matter, including your full name, the date of the service, the collection and delivery addresses, a description of what went wrong, details of any damage or loss if applicable, and what outcome you are seeking, if you have a preference.

While we encourage written complaints for clarity and record-keeping, we understand that is not always possible. If you make a complaint verbally, we will record it in our internal system so that there is a clear account of your concerns.

Stage One: Initial Resolution

In the first instance, we encourage you to raise any issue as soon as you become aware of it, ideally with the driver or removal team on the day of your move or collection. Many problems can be resolved immediately on site, such as minor misunderstandings about access, parking, or loading arrangements.

If your concern cannot be resolved at the time, or if you only become aware of the issue after the service has been completed, your complaint will be handled by our office team. We will review your booking details, job notes, and any photographs or evidence you provide. We may also contact the staff involved in your removal to obtain their account.

Stage Two: Formal Investigation

If your complaint cannot be resolved informally at Stage One, or if the matter is complex or serious, it will progress to a formal investigation. At this stage, a member of our management team will review all relevant information, including your description of events, any correspondence, photographs, inventory lists, and internal records such as job sheets and timesheets.

We may contact you to request further information or clarification. This helps us to fully understand your concerns and ensures that our response is based on all available evidence. We aim to complete a thorough investigation without unnecessary delay, while keeping you informed of our progress.

Timeframes for Responses

We aim to acknowledge all complaints promptly. Where possible, we will acknowledge your complaint within a few working days of receipt. For straightforward issues, we will often be able to provide a full response within a short period. More complex matters, particularly those involving potential damage or loss of items, may take longer to investigate.

If we need additional time to complete our investigation, we will let you know and provide an estimated timescale for our final response. We will keep you informed if there are any significant changes to this timescale.

Our Response and Possible Outcomes

After we have completed our investigation, we will provide you with a clear written response setting out our findings, any conclusions we have reached, and any actions we propose to take. Depending on the nature of your complaint, possible outcomes may include an explanation or clarification, an apology, practical steps to correct an error where possible, a gesture of goodwill, or guidance on how to prevent similar issues in future moves.

Where your complaint relates to damage or loss, we will review it in line with our terms and conditions, including any relevant limits of liability. We may ask you for supporting evidence, such as photographs or purchase information, to help us assess the situation fairly.

If You Are Not Satisfied

If you are not satisfied with our response at the conclusion of the investigation, you may ask us to review the complaint again. A senior member of our team, not previously involved in handling your case, will reassess the information and the steps we have taken. They may contact you for further discussion before reaching a final decision.

We are committed to learning from all complaints, whether upheld or not. We regularly review feedback to identify patterns and areas where training, procedures, or communication can be strengthened, helping to ensure a better experience for our customers in future.

Continuous Improvement

Every complaint is an opportunity for us to review the way we work and to maintain high standards in our moving and transport services. By following this Complaints Procedure, we aim to treat you fairly, respond proportionately to any problems that arise, and keep your trust when you choose Man With a Van Canary Wharf for your move.